KR20040106487A - 분산형 대화식 음성 처리를 위한 방법 및 장치 - Google Patents
분산형 대화식 음성 처리를 위한 방법 및 장치 Download PDFInfo
- Publication number
- KR20040106487A KR20040106487A KR10-2004-7017880A KR20047017880A KR20040106487A KR 20040106487 A KR20040106487 A KR 20040106487A KR 20047017880 A KR20047017880 A KR 20047017880A KR 20040106487 A KR20040106487 A KR 20040106487A
- Authority
- KR
- South Korea
- Prior art keywords
- agent
- ivr
- call
- interactive voice
- voice response
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/527—Centralised call answering arrangements not requiring operator intervention
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
- H04M3/42323—PBX's with CTI arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5133—Operator terminal details
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
Abstract
Description
Claims (20)
- 분산형 대화식 음성 처리 시스템(distributed interactive voice processing system)에 있어서,통화 센터(call center)에 연결된 대응하는 휴먼 에이전트에 의해 각각 이용되는 복수의 에이전트 터미널들로서, 에이전트 터미널들 중 적어도 하나는 대응하는 휴먼 에이전트(human agent)를 유지하고 적어도 하나의 자동 대화식 음성 응답(automated interactive voice response : IVR) 채널을 제공하는, 상기 복수의 에이전트 터미널들, 및적절한 에이전트에 통신들을 분배하기 위한 통화 관리 시스템을 포함하는, 분산형 대화식 음성 처리 시스템.
- 제 1 항에 있어서,상기 통화 관리 시스템(call management system)은 상기 에이전트 터미널들 중 적어도 하나의 이용도 상태(availability status)를 모니터하는, 분산형 대화식 음성 처리 시스템.
- 제 2 항에 있어서,상기 이용도 상태는 이용가능 CPU 싸이클들(cycles)의 예측된 수들에 기초하는, 분산형 대화식 음성 처리 시스템.
- 제 1 항에 있어서,상기 에이전트 터미널 중 적어도 하나는 적어도 하나의 대화식 음성 응답 기능을 수행하기 위해 로컬 처리 리소스들을 이용하는, 분산형 대화식 음성 처리 시스템.
- 제 4 항에 있어서,상기 적어도 하나의 대화식 음성 응답 기능은 IVR 스크립트를 렌더링(rendering)하는 것을 포함하는, 분산형 대화식 음성 처리 시스템.
- 제 4 항에 있어서,상기 적어도 하나의 자동 음성 인식 기능(automatic speech recognition function)은 IVR 스크립트를 렌더링하는 것을 포함하는, 분산형 대화식 음성 처리 시스템.
- 제 4 항에 있어서,상기 적어도 하나의 대화식 음성 응답 기능은 문자-음성 변환(text-to-speech translation) 기능을 포함하는, 분산형 대화식 음성 처리 시스템.
- 제 1 항에 있어서,상기 에이전트 터미널들 중 적어도 하나는 상기 휴먼 에이전트에 대해 IP 전화 리소스들(IP telephony resources)을 제공하기 위한 로컬 처리 리소스들을 사용하는, 분산형 대화식 음성 처리 시스템.
- 통화 센터에서 휴먼 에이전트가 사용하기 위한 컴퓨팅 시스템(computing system)에 있어서,상기 컴퓨터-읽기가능 코드를 저장하는 메모리, 및상기 메모리에 동작가능하게 연결되는 프로세서를 포함하고,상기 프로세서는 상기 컴퓨터-읽기가능 코드를 구현하도록 구성하고, 상기 컴퓨터-읽기가능 코드는,상기 휴먼 에이전트의 기능들을 지원하고,자동화 에이전트의 기능들을 지원하기 위해 대화식 음성 응답 능력을 제공하도록 구성되는, 통화 센터에서 휴먼 에이전트가 사용하기 위한 컴퓨팅 시스템.
- 제 9 항에 있어서,상기 프로세서는 또한 상기 프로세서에서 다수의 이용가능한 처리 싸이클들을 예측하도록 구성되는, 통화 센터에서 휴먼 에이전트가 사용하기 위한 컴퓨팅 시스템.
- 제 9 항에 있어서,상기 대화식 음성 응답 능력은 IVR 스크립트를 렌더링하는 것을 포함하는, 통화 센터에서 휴먼 에이전트가 사용하기 위한 컴퓨팅 시스템.
- 제 9 항에 있어서,상기 대화식 음성 응답 능력은 자동 음성 인식 기능을 포함하는, 통화 센터에서 휴먼 에이전트가 사용하기 위한 컴퓨팅 시스템.
- 제 9 항에 있어서,상기 대화식 음성 응답 능력은 문자-음성 변환 기능을 포함하는, 통화 센터에서 휴먼 에이전트가 사용하기 위한 컴퓨팅 시스템.
- 통화 센터에서 통화자와 대화하기 위한 방법에 있어서,통화자로부터 전화 호(telephone call)를 수신하는 단계, 및휴먼 에이전트에게 전용되는 컴퓨팅 시스템 상에서 실행하는 대화식 음성 인식 채널을 사용하여 상기 전화 호를 처리하는 단계를 포함하는, 통화 센터에서 통화자와 대화하기 위한 방법.
- 제 14 항에 있어서,휴먼 에이전트에게 전용되는 적어도 하나의 컴퓨팅 시스템의 이용도 상태를 모니터하는 단계를 더 포함하는, 통화 센터에서 통화자와 대화하기 위한 방법.
- 제 15 항에 있어서,상기 이용도 상태는 이용가능한 CPU 싸이클들의 예측된 수에 기초하는, 통화 센터에서 통화자와 대화하기 위한 방법.
- 제 14 항에 있어서,휴먼 에이전트에 전용되는 상기 컴퓨팅 시스템은 적어도 하나의 대화식 응답 기능을 수행하기 위해 로컬 처리 리소스들을 사용하는, 통화 센터에서 통화자와 대화하기 위한 방법.
- 통화 센터에서 자동화 에이전트에 전화 호를 할당하기 위한 방법에 있어서,통화자로부터 전화 호를 수신하는 단계와,상기 자동화 에이전트들이 실행하는 적어도 하나의 컴퓨터 시스템의 이용도 상태를 모니터하는 단계, 및이용가능한 자동화 에이전트에 대해 상기 전화 호를 할당하는 단계를 포함하는, 통화 센터에서 자동화된 에이전트에 전화 호를 할당하기 위한 방법.
- 제 18 항에 있어서,상기 이용도 상태는 다수의 예측된 이용가능한 CPU 싸이클들에 기초하는, 통화 센터에서 자동화 에이전트에 전화 호를 할당하기 위한 방법.
- 제 18 항에 있어서,상기 자동화 에이전트들이 실행하는 상기 적어도 하나의 컴퓨터 시스템은 적어도 하나의 대화식 음성 응답 기능을 수행하기 위해 로컬 처리 리소스들을 사용하는, 통화 센터에서 자동화 에이전트에 전화 호를 할당하기 위한 방법.
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US10/140,850 | 2002-05-07 | ||
US10/140,850 US20030212558A1 (en) | 2002-05-07 | 2002-05-07 | Method and apparatus for distributed interactive voice processing |
PCT/US2003/001315 WO2003096664A1 (en) | 2002-05-07 | 2003-01-15 | Method and apparatus for distributed interactive voice processing |
Publications (2)
Publication Number | Publication Date |
---|---|
KR20040106487A true KR20040106487A (ko) | 2004-12-17 |
KR101002179B1 KR101002179B1 (ko) | 2010-12-20 |
Family
ID=29399510
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
KR1020047017880A KR101002179B1 (ko) | 2002-05-07 | 2003-01-15 | 분산형 대화식 음성 처리를 위한 방법 및 장치 |
Country Status (6)
Country | Link |
---|---|
US (3) | US20030212558A1 (ko) |
EP (1) | EP1502423A1 (ko) |
KR (1) | KR101002179B1 (ko) |
AU (1) | AU2003207579B2 (ko) |
CA (1) | CA2484005C (ko) |
WO (1) | WO2003096664A1 (ko) |
Cited By (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2009067719A2 (en) * | 2007-11-23 | 2009-05-28 | Foncloud, Inc. | Method for determining the on-hold status in a call |
US8515028B2 (en) | 2007-11-23 | 2013-08-20 | Foncloud, Inc. | System and method for externally mapping an Interactive Voice Response menu |
US8908847B2 (en) | 2007-11-23 | 2014-12-09 | Foncloud, Inc. | System and method for deep dialing phone systems |
US9288316B2 (en) | 2007-11-23 | 2016-03-15 | Foncloud, Inc. | System and method for eliminating hold-time in phone calls |
US9386151B2 (en) | 2007-11-23 | 2016-07-05 | Foncloud, Inc. | System and method for replacing hold-time with a call-back in a contact center environment |
Families Citing this family (101)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6480600B1 (en) | 1997-02-10 | 2002-11-12 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US6711611B2 (en) | 1998-09-11 | 2004-03-23 | Genesis Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
US6985943B2 (en) | 1998-09-11 | 2006-01-10 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US7907598B2 (en) | 1998-02-17 | 2011-03-15 | Genesys Telecommunication Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US6332154B2 (en) | 1998-09-11 | 2001-12-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
US8150706B2 (en) * | 1998-06-16 | 2012-04-03 | Telemanager Technologies, Inc. | Remote prescription refill system |
US20110082705A1 (en) * | 1998-06-16 | 2011-04-07 | Paul Kobylevsky | Remote Prescription Refill System |
US7222301B2 (en) * | 1998-09-11 | 2007-05-22 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
USRE46153E1 (en) * | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
USRE45959E1 (en) | 1999-02-19 | 2016-03-29 | Genesys Telecommunications Laboratories, Inc. | Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network |
US7373410B2 (en) | 2002-10-23 | 2008-05-13 | Genesys Telecommunications Laboratories, Inc. | Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment |
US7929978B2 (en) | 1999-12-01 | 2011-04-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
DE10147341B4 (de) * | 2001-09-26 | 2005-05-19 | Voiceobjects Ag | Verfahren und Vorrichtung zum Aufbau einer in einem Computersystem implementierten Dialogsteuerung aus Dialogobjekten sowie zugehöriges Computersystem zur Durchführung einer Dialogsteuerung |
US20030212558A1 (en) * | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
US7398209B2 (en) | 2002-06-03 | 2008-07-08 | Voicebox Technologies, Inc. | Systems and methods for responding to natural language speech utterance |
US7693720B2 (en) | 2002-07-15 | 2010-04-06 | Voicebox Technologies, Inc. | Mobile systems and methods for responding to natural language speech utterance |
US20040083479A1 (en) * | 2002-10-23 | 2004-04-29 | Oleg Bondarenko | Method for organizing multiple versions of XML for use in a contact center environment |
US7336771B2 (en) | 2003-01-16 | 2008-02-26 | At&T Knowledge Ventures, L.P. | Voice extensible markup language enhancements of intelligent network services |
US7340043B2 (en) | 2003-01-16 | 2008-03-04 | At&T Knowledge Ventures, L.P. | Voice extensible markup language-based announcements for use with intelligent network services |
EP2326071A3 (en) * | 2003-04-22 | 2011-11-23 | Spinvox Limited | A method of providing voicemails to a wireless information device |
US8223944B2 (en) * | 2003-05-05 | 2012-07-17 | Interactions Corporation | Conference call management system |
US7606718B2 (en) | 2003-05-05 | 2009-10-20 | Interactions, Llc | Apparatus and method for processing service interactions |
US9710819B2 (en) * | 2003-05-05 | 2017-07-18 | Interactions Llc | Real-time transcription system utilizing divided audio chunks |
US7415101B2 (en) | 2003-12-15 | 2008-08-19 | At&T Knowledge Ventures, L.P. | System, method and software for a speech-enabled call routing application using an action-object matrix |
US7512545B2 (en) * | 2004-01-29 | 2009-03-31 | At&T Intellectual Property I, L.P. | Method, software and system for developing interactive call center agent personas |
US7526429B2 (en) * | 2004-03-12 | 2009-04-28 | Siemens Communications, Inc. | Spelled speech recognition method and system accounting for possible misrecognized characters |
US7715547B2 (en) * | 2004-06-14 | 2010-05-11 | Soleo Communications, Inc. | Voice XML network gateway |
CN100463473C (zh) * | 2004-08-04 | 2009-02-18 | 中兴通讯股份有限公司 | 交互式语音应答系统中业务切换的方法 |
US7580837B2 (en) | 2004-08-12 | 2009-08-25 | At&T Intellectual Property I, L.P. | System and method for targeted tuning module of a speech recognition system |
US7623632B2 (en) * | 2004-08-26 | 2009-11-24 | At&T Intellectual Property I, L.P. | Method, system and software for implementing an automated call routing application in a speech enabled call center environment |
US20060090166A1 (en) * | 2004-09-30 | 2006-04-27 | Krishna Dhara | System and method for generating applications for communication devices using a markup language |
US7792254B2 (en) * | 2004-10-19 | 2010-09-07 | Genesys Telecommunications Laboratories, Inc. | System for distributing VXML capabilities for execution on client devices |
US7242751B2 (en) | 2004-12-06 | 2007-07-10 | Sbc Knowledge Ventures, L.P. | System and method for speech recognition-enabled automatic call routing |
US7751551B2 (en) | 2005-01-10 | 2010-07-06 | At&T Intellectual Property I, L.P. | System and method for speech-enabled call routing |
US8782313B2 (en) * | 2005-01-31 | 2014-07-15 | Avaya Inc. | Method and apparatus for enterprise brokering of user-controlled availability |
US7593962B2 (en) * | 2005-02-18 | 2009-09-22 | American Tel-A-Systems, Inc. | System and method for dynamically creating records |
US7949106B2 (en) * | 2005-03-10 | 2011-05-24 | Avaya Inc. | Asynchronous event handling for video streams in interactive voice response systems |
US20060203975A1 (en) * | 2005-03-10 | 2006-09-14 | Avaya Technology Corp. | Dynamic content stream delivery to a telecommunications terminal based on the state of the terminal's transducers |
US7933399B2 (en) * | 2005-03-22 | 2011-04-26 | At&T Intellectual Property I, L.P. | System and method for utilizing virtual agents in an interactive voice response application |
US8565413B2 (en) * | 2005-04-05 | 2013-10-22 | Alpine Access, Inc. | Softphone |
US8085927B2 (en) * | 2005-04-15 | 2011-12-27 | Avaya Inc. | Interactive voice response system with prioritized call monitoring |
US7471786B2 (en) | 2005-04-15 | 2008-12-30 | Avaya Inc. | Interactive voice response system with partial human monitoring |
US8781092B2 (en) * | 2005-05-16 | 2014-07-15 | Noble Systems Corporation | Systems and methods for callback processing |
US8036374B2 (en) * | 2005-05-16 | 2011-10-11 | Noble Systems Corporation | Systems and methods for detecting call blocking devices or services |
US7657020B2 (en) | 2005-06-03 | 2010-02-02 | At&T Intellectual Property I, Lp | Call routing system and method of using the same |
US8204204B2 (en) | 2005-06-21 | 2012-06-19 | At&T Intellectual Property I, L.P. | Method and apparatus for proper routing of customers |
US7640160B2 (en) | 2005-08-05 | 2009-12-29 | Voicebox Technologies, Inc. | Systems and methods for responding to natural language speech utterance |
US7620549B2 (en) | 2005-08-10 | 2009-11-17 | Voicebox Technologies, Inc. | System and method of supporting adaptive misrecognition in conversational speech |
US7769148B2 (en) * | 2005-08-22 | 2010-08-03 | Avaya Inc. | Filler video streams in interactive voice response systems |
US7949529B2 (en) | 2005-08-29 | 2011-05-24 | Voicebox Technologies, Inc. | Mobile systems and methods of supporting natural language human-machine interactions |
US9456068B2 (en) | 2005-09-01 | 2016-09-27 | Xtone, Inc. | System and method for connecting a user to business services |
US9799039B2 (en) | 2005-09-01 | 2017-10-24 | Xtone, Inc. | System and method for providing television programming recommendations and for automated tuning and recordation of television programs |
US11102342B2 (en) | 2005-09-01 | 2021-08-24 | Xtone, Inc. | System and method for displaying the history of a user's interaction with a voice application |
US20100158217A1 (en) | 2005-09-01 | 2010-06-24 | Vishal Dhawan | System and method for placing telephone calls using a distributed voice application execution system architecture |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
US20080084974A1 (en) * | 2006-09-25 | 2008-04-10 | International Business Machines Corporation | Method and system for interactively synthesizing call center responses using multi-language text-to-speech synthesizers |
US8073681B2 (en) | 2006-10-16 | 2011-12-06 | Voicebox Technologies, Inc. | System and method for a cooperative conversational voice user interface |
US7818176B2 (en) | 2007-02-06 | 2010-10-19 | Voicebox Technologies, Inc. | System and method for selecting and presenting advertisements based on natural language processing of voice-based input |
US8738393B2 (en) | 2007-02-27 | 2014-05-27 | Telemanager Technologies, Inc. | System and method for targeted healthcare messaging |
US8423635B2 (en) * | 2007-06-11 | 2013-04-16 | Enghouse Interactive Inc. | System and method for automatic call flow detection |
US8301757B2 (en) | 2007-06-11 | 2012-10-30 | Enghouse Interactive Inc. | System and method for obtaining in-use statistics for voice applications in interactive voice response systems |
US8041015B2 (en) * | 2007-06-17 | 2011-10-18 | Alcatel Lucent | Presence based DTMF signaling enablement of voice communication controller and method |
US8260619B1 (en) | 2008-08-22 | 2012-09-04 | Convergys Cmg Utah, Inc. | Method and system for creating natural language understanding grammars |
US8140335B2 (en) | 2007-12-11 | 2012-03-20 | Voicebox Technologies, Inc. | System and method for providing a natural language voice user interface in an integrated voice navigation services environment |
US9305548B2 (en) | 2008-05-27 | 2016-04-05 | Voicebox Technologies Corporation | System and method for an integrated, multi-modal, multi-device natural language voice services environment |
US8589161B2 (en) | 2008-05-27 | 2013-11-19 | Voicebox Technologies, Inc. | System and method for an integrated, multi-modal, multi-device natural language voice services environment |
US8326637B2 (en) | 2009-02-20 | 2012-12-04 | Voicebox Technologies, Inc. | System and method for processing multi-modal device interactions in a natural language voice services environment |
US8499085B2 (en) * | 2009-03-16 | 2013-07-30 | Avaya, Inc. | Advanced availability detection |
US8811578B2 (en) * | 2009-03-23 | 2014-08-19 | Telemanager Technologies, Inc. | System and method for providing local interactive voice response services |
US8332225B2 (en) * | 2009-06-04 | 2012-12-11 | Microsoft Corporation | Techniques to create a custom voice font |
US8374334B2 (en) * | 2009-07-27 | 2013-02-12 | Verizon Patent And Licensing Inc. | System and method for interactive customer service |
US8655327B1 (en) * | 2009-10-08 | 2014-02-18 | West Corporation | Method and apparatus of providing data service mobility |
WO2011059997A1 (en) | 2009-11-10 | 2011-05-19 | Voicebox Technologies, Inc. | System and method for providing a natural language content dedication service |
US9171541B2 (en) * | 2009-11-10 | 2015-10-27 | Voicebox Technologies Corporation | System and method for hybrid processing in a natural language voice services environment |
US8665227B2 (en) * | 2009-11-19 | 2014-03-04 | Motorola Mobility Llc | Method and apparatus for replicating physical key function with soft keys in an electronic device |
USH2269H1 (en) * | 2009-11-20 | 2012-06-05 | Manuel-Devadoss Johnson Smith Johnson | Automated speech translation system using human brain language areas comprehension capabilities |
US20140188481A1 (en) * | 2009-12-22 | 2014-07-03 | Cyara Solutions Pty Ltd | System and method for automated adaptation and improvement of speaker authentication in a voice biometric system environment |
US8477926B2 (en) * | 2010-04-16 | 2013-07-02 | Bolder Thinking Communications, Inc. | Cloud computing call centers |
US8843163B2 (en) * | 2010-08-09 | 2014-09-23 | Telefonaktiebolaget L M Ericsson (Publ) | Wireless priority service within a distributed call processing architecture |
CN101990084A (zh) * | 2010-11-16 | 2011-03-23 | 中兴通讯股份有限公司 | 交互式语音和视频响应实现会议控制的方法及系统 |
US9384496B2 (en) | 2011-02-14 | 2016-07-05 | Soleo Communications, Inc | Call tracking system and method |
US8874102B2 (en) | 2011-02-14 | 2014-10-28 | Soleo Communications, Inc. | Call tracking system and method |
US8787553B2 (en) * | 2011-09-22 | 2014-07-22 | At&T Intellectual Property I, L.P. | Implementing a network of intelligent virtual service agents to provide personalized automated responses |
CN102413251B (zh) * | 2011-12-31 | 2014-11-05 | 携程计算机技术(上海)有限公司 | 一种大规模分布式呼叫中心系统 |
US8649501B1 (en) | 2012-12-28 | 2014-02-11 | Convergent Resources Holdings, LLC | Interactive dialing system |
US10055743B1 (en) | 2014-07-03 | 2018-08-21 | Sprint Communications Company L.P. | System and method of managing customer care |
US11144929B1 (en) * | 2014-07-08 | 2021-10-12 | Sprint Communications Company L.P. | Interaction history database |
US9473632B2 (en) * | 2014-08-27 | 2016-10-18 | Avaya Inc. | System and method to improve self-service experience and optimize contact center resources |
US9953646B2 (en) | 2014-09-02 | 2018-04-24 | Belleau Technologies | Method and system for dynamic speech recognition and tracking of prewritten script |
CN107003996A (zh) | 2014-09-16 | 2017-08-01 | 声钰科技 | 语音商务 |
US9898459B2 (en) | 2014-09-16 | 2018-02-20 | Voicebox Technologies Corporation | Integration of domain information into state transitions of a finite state transducer for natural language processing |
CN107003999B (zh) | 2014-10-15 | 2020-08-21 | 声钰科技 | 对用户的在先自然语言输入的后续响应的系统和方法 |
US10431214B2 (en) | 2014-11-26 | 2019-10-01 | Voicebox Technologies Corporation | System and method of determining a domain and/or an action related to a natural language input |
US10614799B2 (en) | 2014-11-26 | 2020-04-07 | Voicebox Technologies Corporation | System and method of providing intent predictions for an utterance prior to a system detection of an end of the utterance |
WO2018023106A1 (en) | 2016-07-29 | 2018-02-01 | Erik SWART | System and method of disambiguating natural language processing requests |
US10477022B2 (en) | 2017-11-22 | 2019-11-12 | Repnow Inc. | Automated telephone host system interaction |
US11032416B2 (en) | 2019-01-25 | 2021-06-08 | American TEL-A Systems, Inc. | Intelligent speech-enabled scripting |
CN110364149A (zh) * | 2019-05-16 | 2019-10-22 | 芜湖宏景电子股份有限公司 | 一种语言控制的中控导航 |
Family Cites Families (42)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US4694483A (en) * | 1986-06-02 | 1987-09-15 | Innings Telecom Inc. | Computerized system for routing incoming telephone calls to a plurality of agent positions |
US5036535A (en) * | 1989-11-27 | 1991-07-30 | Unifi Communications Corporation | Switchless automatic call distribution system |
US5309505A (en) * | 1991-05-20 | 1994-05-03 | Inventions, Inc. | Automated voice system for improving agent efficiency and improving service to parties on hold |
US5179589A (en) * | 1991-11-27 | 1993-01-12 | International Telesystems Corporation | Call progress pacing |
US5291492A (en) * | 1991-12-18 | 1994-03-01 | Unifi Communications Corporation | Externally controlled call processing system |
US5640445A (en) * | 1995-05-26 | 1997-06-17 | Eis International, Inc | Outbound call pacing method which statistically matches the number of calls dialed to the number of available operators |
US6137870A (en) * | 1996-03-06 | 2000-10-24 | Convergys Customer Management Group, Inc. | System for providing caller information to called party via call standard data field |
GB9606298D0 (en) * | 1996-03-26 | 1996-05-29 | British Telecomm | Call queuing and distribution |
US5867562A (en) * | 1996-04-17 | 1999-02-02 | Scherer; Gordon F. | Call processing system with call screening |
US5796633A (en) * | 1996-07-12 | 1998-08-18 | Electronic Data Systems Corporation | Method and system for performance monitoring in computer networks |
AUPO214096A0 (en) * | 1996-09-04 | 1996-09-26 | Telefonaktiebolaget Lm Ericsson (Publ) | A telecommunications system and method for automatic call recognition and distribution |
US6195357B1 (en) * | 1996-09-24 | 2001-02-27 | Intervoice Limited Partnership | Interactive information transaction processing system with universal telephony gateway capabilities |
US5987116A (en) * | 1996-12-03 | 1999-11-16 | Northern Telecom Limited | Call center integration with operator services databases |
US6002760A (en) * | 1998-02-17 | 1999-12-14 | Genesys Telecommunications Laboratories, Inc. | Intelligent virtual queue |
US6061442A (en) * | 1997-03-07 | 2000-05-09 | Lucent Technologies Inc. | Method and apparatus for improved call control scheduling in a distributed system with dissimilar call processors |
GB2329549A (en) * | 1997-09-19 | 1999-03-24 | Ibm | Voice processing system |
US6782087B1 (en) * | 1997-09-19 | 2004-08-24 | Mci Communications Corporation | Desktop telephony application program for a call center agent |
US6421427B1 (en) * | 1997-10-15 | 2002-07-16 | Nortel Networks Limited | Interactive voice response data transfer system and method |
US6005932A (en) * | 1997-12-24 | 1999-12-21 | Rockwell Semiconductor Systems Inc. | Dynamic schedule profiler for ACD |
US6122365A (en) * | 1998-12-18 | 2000-09-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for load-balancing of call processing between multiple call-destination sites and routing of calls by way of call-destination site control |
US6449260B1 (en) * | 1998-05-01 | 2002-09-10 | Siemens Information And Communication Networks, Inc. | Multimedia automatic call distribution system |
US6614885B2 (en) * | 1998-08-14 | 2003-09-02 | Intervoice Limited Partnership | System and method for operating a highly distributed interactive voice response system |
US6226374B1 (en) * | 1998-11-24 | 2001-05-01 | Qwest Communications International Inc. | Capacity provisioning for AIN |
US6804333B1 (en) * | 1999-01-28 | 2004-10-12 | International Business Machines Corporation | Dynamically reconfigurable distributed interactive voice response system |
US6744877B1 (en) * | 1999-03-08 | 2004-06-01 | Avaya Technology Corp. | Method and system for enterprise service balancing |
US6445788B1 (en) * | 1999-06-17 | 2002-09-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing fair access to agents in a communication center |
US6389132B1 (en) * | 1999-10-13 | 2002-05-14 | Avaya Technology Corp. | Multi-tasking, web-based call center |
KR20020082459A (ko) * | 1999-10-29 | 2002-10-31 | 텔레라, 인코포레이티드 | 사용자 상호작용 서비스를 위한 가상 지능 네트워크 |
US7106850B2 (en) * | 2000-01-07 | 2006-09-12 | Aastra Intecom Inc. | Customer communication service system |
US6442247B1 (en) * | 2000-03-29 | 2002-08-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment |
US6831966B1 (en) * | 2000-06-30 | 2004-12-14 | Qwest Communications International, Inc. | Multi-tenant, multi-media call center services platform system |
US6674852B1 (en) * | 2000-08-31 | 2004-01-06 | Cisco Technology, Inc. | Call management implemented using call routing engine |
US6801613B1 (en) * | 2000-08-31 | 2004-10-05 | Cisco Technology, Inc. | Associating call appearance with data associated with call |
US6587558B2 (en) * | 2001-01-29 | 2003-07-01 | Immequire, Llc | System and method for virtual interactive response unit |
US8031860B2 (en) * | 2001-02-21 | 2011-10-04 | Genesys Telecommunications Laboratories, Inc. | Distributed hardware/software system for managing agent status in a communication center |
US6810111B1 (en) * | 2001-06-25 | 2004-10-26 | Intervoice Limited Partnership | System and method for measuring interactive voice response application efficiency |
US6801604B2 (en) * | 2001-06-25 | 2004-10-05 | International Business Machines Corporation | Universal IP-based and scalable architectures across conversational applications using web services for speech and audio processing resources |
US7233933B2 (en) * | 2001-06-28 | 2007-06-19 | Microsoft Corporation | Methods and architecture for cross-device activity monitoring, reasoning, and visualization for providing status and forecasts of a users' presence and availability |
US6801618B2 (en) * | 2002-02-08 | 2004-10-05 | Etalk Corporation | System and method for implementing recording plans using a session manager |
US20030212558A1 (en) * | 2002-05-07 | 2003-11-13 | Matula Valentine C. | Method and apparatus for distributed interactive voice processing |
US6771746B2 (en) * | 2002-05-16 | 2004-08-03 | Rockwell Electronic Commerce Technologies, Llc | Method and apparatus for agent optimization using speech synthesis and recognition |
US20090185673A1 (en) * | 2008-01-17 | 2009-07-23 | Avaya Technology Llc | Voice-Over-IP Call Recording in Call Centers |
-
2002
- 2002-05-07 US US10/140,850 patent/US20030212558A1/en not_active Abandoned
-
2003
- 2003-01-15 WO PCT/US2003/001315 patent/WO2003096664A1/en not_active Application Discontinuation
- 2003-01-15 KR KR1020047017880A patent/KR101002179B1/ko active IP Right Grant
- 2003-01-15 CA CA2484005A patent/CA2484005C/en not_active Expired - Lifetime
- 2003-01-15 EP EP03705794A patent/EP1502423A1/en not_active Withdrawn
- 2003-01-15 AU AU2003207579A patent/AU2003207579B2/en not_active Expired
-
2007
- 2007-08-27 US US11/845,278 patent/US7689426B2/en not_active Expired - Lifetime
-
2008
- 2008-10-01 US US12/243,284 patent/US20090022284A1/en not_active Abandoned
Cited By (11)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
WO2009067719A2 (en) * | 2007-11-23 | 2009-05-28 | Foncloud, Inc. | Method for determining the on-hold status in a call |
WO2009067719A3 (en) * | 2007-11-23 | 2009-08-20 | Foncloud Inc | Method for determining the on-hold status in a call |
US8515028B2 (en) | 2007-11-23 | 2013-08-20 | Foncloud, Inc. | System and method for externally mapping an Interactive Voice Response menu |
US8605868B2 (en) | 2007-11-23 | 2013-12-10 | Foncloud, Inc. | System and method for externally mapping an interactive voice response menu |
US8774373B2 (en) | 2007-11-23 | 2014-07-08 | Foncloud, Inc. | System and method for externally mapping an interactive voice response menu |
US8908847B2 (en) | 2007-11-23 | 2014-12-09 | Foncloud, Inc. | System and method for deep dialing phone systems |
US9014351B2 (en) | 2007-11-23 | 2015-04-21 | Foncloud, Inc. | System and method for deep dialing phone systems |
US9270817B2 (en) | 2007-11-23 | 2016-02-23 | Foncloud, Inc. | Method for determining the on-hold status in a call |
US9288316B2 (en) | 2007-11-23 | 2016-03-15 | Foncloud, Inc. | System and method for eliminating hold-time in phone calls |
US9386151B2 (en) | 2007-11-23 | 2016-07-05 | Foncloud, Inc. | System and method for replacing hold-time with a call-back in a contact center environment |
US10284726B2 (en) | 2007-11-23 | 2019-05-07 | Foncloud, Inc. | System and method for replacing hold-time with a call-back in a contact center environment |
Also Published As
Publication number | Publication date |
---|---|
US20030212558A1 (en) | 2003-11-13 |
CA2484005A1 (en) | 2003-11-20 |
EP1502423A1 (en) | 2005-02-02 |
AU2003207579B2 (en) | 2008-02-07 |
KR101002179B1 (ko) | 2010-12-20 |
US20090022284A1 (en) | 2009-01-22 |
US20070291924A1 (en) | 2007-12-20 |
US7689426B2 (en) | 2010-03-30 |
CA2484005C (en) | 2011-04-05 |
AU2003207579A1 (en) | 2003-11-11 |
WO2003096664A1 (en) | 2003-11-20 |
Similar Documents
Publication | Publication Date | Title |
---|---|---|
KR101002179B1 (ko) | 분산형 대화식 음성 처리를 위한 방법 및 장치 | |
US6011844A (en) | Point-of-presence call center management system | |
US9553755B2 (en) | Method for implementing and executing communication center routing strategies represented in extensible markup language | |
US6324276B1 (en) | Point-of-presence call center management system | |
US6373836B1 (en) | Apparatus and methods in routing internet protocol network telephony calls in a centrally-managed call center system | |
US7693274B2 (en) | System and method for return to agents during a contact center session | |
US6597685B2 (en) | Method and apparatus for determining and using multiple object states in an intelligent internet protocol telephony network | |
JP3686087B2 (ja) | コールセンターへのおよびコールセンター内の通話ルーティングを強化する装置および方法 | |
US6665396B1 (en) | Call hold manager system and method | |
US6175564B1 (en) | Apparatus and methods for managing multiple internet protocol capable call centers | |
US20020001300A1 (en) | Internet protocol call-in centers and establishing remote agents | |
US20060029206A1 (en) | Method and apparatus for integrating agent status between a customer relations management system and a multiple channel communications center | |
JPH10313362A (ja) | ハイパーテキストネットワークを介してテレマーケティングを行うためのサーバ、システムおよび方法 | |
JP2001516993A (ja) | コールセンターへのおよびコールセンター内の通話ルーティングを強化する装置および方法 | |
JP2000516795A (ja) | コールセンター内のおよびコールセンター間の通話ルーティングを強化する装置および方法 | |
JP2000244568A (ja) | マルチメディア呼分配システム | |
JP2012513725A (ja) | 対話のルーティング性能を改善するためのシステムおよび方法 | |
US6785741B1 (en) | Call director system and method | |
US7212516B1 (en) | Network spanning heterogeneous call center and method of operation | |
US20130202102A1 (en) | Dynamic call special treatment based on aggregate call hold queue time |
Legal Events
Date | Code | Title | Description |
---|---|---|---|
A201 | Request for examination | ||
AMND | Amendment | ||
E902 | Notification of reason for refusal | ||
AMND | Amendment | ||
E601 | Decision to refuse application | ||
J201 | Request for trial against refusal decision | ||
AMND | Amendment | ||
B701 | Decision to grant | ||
GRNT | Written decision to grant | ||
FPAY | Annual fee payment |
Payment date: 20131119 Year of fee payment: 4 |
|
FPAY | Annual fee payment |
Payment date: 20141120 Year of fee payment: 5 |
|
FPAY | Annual fee payment |
Payment date: 20151118 Year of fee payment: 6 |
|
FPAY | Annual fee payment |
Payment date: 20161201 Year of fee payment: 7 |
|
FPAY | Annual fee payment |
Payment date: 20171201 Year of fee payment: 8 |
|
FPAY | Annual fee payment |
Payment date: 20181206 Year of fee payment: 9 |